About the role
We are seeking a Production Support Engineer to assist in maintaining business-critical applications in a 24x7 operational environment. This role requires proactive monitoring, incident management, root cause analysis, and collaboration with development and infrastructure teams to ensure system stability and high availability.
The core responsibilities for the job include the following:
Incident Management:
- Handle L2/L3 production incidents within defined Service Level Agreements (SLAs).
- Drive incidents to closure by coordinating with Development, Infrastructure, Database, and Operations teams.
- Participate in major incident calls and provide timely updates to stakeholders.
Root Cause Analysis:
- Perform root cause analysis (RCA) and implement permanent fixes to prevent recurrence.
Monitoring and Support:
- Monitor application health using appropriate monitoring tools.
- Support production releases and hotfix deployments.
Automation and Efficiency:
- Identify opportunities to automate repetitive support tasks.
- Create or enhance workflows (e. g., ticket routing, alerts, self-healing) to improve operational efficiency and reduce manual effort.
Knowledge Transfer:
- Ensure smooth knowledge transfer and handovers across shifts.
Requirements:
- Strong experience in production/application support.
- Good knowledge of SQL (queries, performance troubleshooting), log analysis, and debugging.
- Experience with: Experience handling SLA, ticketing tools (Freshdesk, JIRA, etc. ), and monitoring tools (New Relic, Kibana, etc. ).
- Understanding of APIs, batch jobs, and schedulers.
- Familiarity with incident, problem, and change workflows.
- Proven experience in production support or a similar role.
- Strong problem-solving skills and the ability to work under pressure.
- Excellent communication skills for effective collaboration with cross-functional teams.
- Familiarity with monitoring tools and incident management practices.
- Experience with automation tools and techniques is a plus.
- Must be willing to work in a 24x7 shift environment to ensure continuous support.